How to Respond to Negative Reviews: 7 Templates You Can Copy

Short answer: reply within a day or two, thank the customer, apologise for the experience, address the specific issue, and move the conversation to a private channel. Keep it under 100 words. You are writing for the next customer who reads it as much as for the reviewer.

The 5-step formula

1. Greet by name and thank them for the feedback.
2. Acknowledge the specific problem.
3. Apologise for the experience, without excuses.
4. Explain or fix in one sentence.
5. Take it offline with a direct contact.

7 response templates

1. Slow service

Hi [Name], thank you for telling us. I am sorry you waited so long on [day]. That is not the standard we aim for, and we have added staff at peak times. I would like to make this right. Please reach me at [email].

2. Product or quality problem

Hi [Name], I am sorry the did not meet expectations. We have passed your comments to our quality team. Please email [email] with your order number so we can arrange a replacement or refund.

3. Rude staff

Hi [Name], thank you for raising this. Everyone should be treated with respect here and I am sorry that was not your experience. I am looking into it personally and would appreciate a call on [phone].

4. Pricing complaint

Hi [Name], thanks for the feedback. I understand price matters. Our rates reflect [brief reason]. I would be glad to go through your invoice with you. Please contact me at [email].

5. A misunderstanding

Hi [Name], thank you for your review. I am sorry for the confusion about [topic]. Our policy is [one line]. We have updated our website to make this clearer, and I would be happy to help if you get in touch at [email].

6. You cannot find the customer

Hi [Name], we take feedback seriously but cannot find a record of your visit under this name. Could you contact us at [email] with the date and details so we can investigate?

7. A one-star rating with no text

Hi [Name], we noticed your rating and would like to understand what went wrong. Please let us know at [email] so we can put it right.

What not to write

• Sarcasm, blame or “that is not what happened”.
• Private details about the customer’s order, health or payment.
• The same copied reply under every review.
• An offer of money or a gift in exchange for removing the review.

When a reply is not enough

Replies are for genuine customers. If a review is fake, abusive or from a competitor, it should be reported instead. Read how to remove negative Google reviews or let our review removal service handle the dispute.

Frequently asked questions